So we are talking about…Adding Agents Freshdesk…you can use freshdesk for client service so let’s start first of all you’re gon na begin your complimentary trial on freshdesk.com and over here you’re gon na put in your details and sign up for complimentary as quickly as you register you’re gon na get going and that will fill your basic dashboard so when you’re starting with freshdesk as you can see on the left side it will establish your account so over here and individualize your assistance desk you can confirm your e-mail and listed below that you can see you can add your language whatever sort of language you want on your website alter the color of your logo so as you can see i’m gon na opt for a pink and below that you can likewise change your menu color so i’m also gon na make that pink i guess or i ought to make that black yeah and so you can update those and next you’re gon na pick your support channel so how you can be gotten in touch with by means of phone e-mail social media chat or forms and listed below that you can add your client assistance e-mail so if somebody is going to be calling you you can set that email over here and next up you can invite somebody to your group so if you have a team that is working for you if someone is going to be offering the tickets for you you can invite them over here next up over here we have our control panel our dashboard reveals our
unsettled tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na give you a chart that reveals you the patterns so if the tickets are selling out better or worse it’s going to reveal you a great pattern and listed below that you have your client fulfillment and you can see the percentage of favorable reactions or unfavorable reactions even neutral responses and the total reactions that you have gotten on the right side you’re gon na have your order of business so something that you require to contribute to your to-do list you’re gon na add it over here and it’s gon na give you a nice little pointer on your basic dashboard and now on the left side we’re gon na carry on to tickets you can arrange your tickets over here so let’s simply say let’s arrange them by their status and now you can see urgent and high ones will be on the leading however the other ones will be on the bottom now next up on the ideal side you can see over here you can filter out what type of tickets you wish to see if you want to see the tickets that are assigned to a specific person or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and next up listed below that you have your basic contact and companies so you can view those whichever way that you have gotten in touch with people you can see their email addresses uh their company titles their phone numbers facebook twitter whatever kind of account information that you have about them below that you have your solutions tab so your solution tab is a basic sort of info tab which allows you to see your e-mail marketing your legal requirements
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your service related statements so if there is something that is type of various you will find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general summary of how many tickets you may have offered what is the ticket volume pattern you can see over here you can get an assistance desk extensive ticket analysis and you can also view your ticket volume patterns so you can Adding Agents Freshdesk
see on the ideal side you have your today’s ticket inside so how many tickets you may have offered or two what is the increase or decrease in these sales you can see receiving seven tickets increase the volume by 99 and listed below that you have your basic administrative settings your group channels workflow representative productivity support operation and your basic account settings over here you can see the progress or the information of a specific employee or a group member and below that you can see your different channels of communication you can also view your workflow and what sort of progress you have actually made what milestones that you have reached and how much efficiency each agent has you can see that from over here going back into tickets i’m going to reveal you how you can fix a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a particular category what kind of ticket this is you can change its status you can set its concern and you can also set what sort of inquiry it is so what kind of question it is you can also assign a specific agent to this query so you can simply add a note essentially reply
tto this person and now i’m going to simply tell them i will be fixing your ticket your problem now i’m going to set this as a pending ticket and now i’m going to upgrade the status i’m going to add this note now i’m going to respond to the client so it’s instantly going to key in hi matt rogers that’s the consumer name this is jane doe what might be the issue with your item i’m just going to send out that and now i have responded to this client you can likewise erase your reactions within 10 seconds so if you slip up you can erase them within a few seconds and retype your e-mails so if you’re a business that’s running this ticketing service and you have a comparable kind of reaction you require to give to each of your customers again and again you’re going to go into the solutions tab and over here you can see there is the classifications you have basic starting with us refunds and orders details gifts and discount coupons and realities and concerns so in fact in questions you can see over here there is some draft templates that are already readily available and let’s see how long will shipment take that’s a question that is frequently asked you can simply publish this draft and then go back to ticketing i’m simply gon na as a sample simply select this ticket certainly the question is various but i’m simply choosing this as a sample and now i’m just going to choose this as a sample and i’m going to reply to it and you can see when you’re replying to a customer on the bottom left you can see suggested solutions and canned kinds so you’re going to click on recommended services and you can see various short articles that are a pre-written answer to a client question and you can simply place that pre-written info into your response and send it without needing to
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retype the same kind of answers again and again so this is a really simple formula for your representatives to follow so they can easily react to e-mails so another excellent function that freshdesk truly supplies is developing groups so if you click groups in the admin area you can develop different groups for various purposes so if a ticket and an issue is associated with billing you can assign a group member so over here i have actually designated myself in this group and that person could define their role and make them the leader of this kind of billing ticket other than that you can also appoint different in the group area you can also assign various tickets to various groups and once you’ve done that you can even set like hierarchies so who is the billing head and who is the escalation’s head and escalations are the consumer escalations where customers might have elevated a certain situation and yeah this is how you can start with your online ticketing using freshdesk.com i hope you men discovered this easy to understand and useful and i’ll capture you men in the next video Adding Agents Freshdesk